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VOTE
[granularity] Improve the granularity of summaries details to include the inquiry, steps taken, entities shared like conv_ID, error codes ….
The summary's structure and granularity don't match all use cases. Support agents need more specific information than a collaborator or manager joining a conversation
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Planned
2
VOTE
Ability to save progress during Application Object setup
Currently if your Application Object doesn't pass the final test step none of your progress will save as you are not given the option to save progress. This can be really tough for teams that setup complex variables and connections as they have no...
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Planned
5
VOTE
[core] AI tagging rule to support more triggers (e.g move, new inbound conversations)
Ideally, we'd want every conversation in our shared inboxes to get tagged so they can be triaged to the appropriate inbox. The AI tagging rule doesn't support moves Trigger on New Inbound Conversations Only: The AI tagging rule doesn't seem to sup...
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Planned
1
VOTE
Include resolution time as an option for the Tags report
Right now we can see response times by tag in the Tags report, but we can't see resolution time directly in this report. This would be useful for better understanding the full scope of time it takes to resolve certain issue types, separate from ju...
0
Planned
2
VOTE
2
VOTE
In-app self-serve AI answer using Internal KB (P4 AI Answers Chat widget?)
Instead of keyword searching and parsing through articles, would see much more value in the ability to leverage AI answers to filter through internal KBs and surface relevant procedural info. Ability to have AI Answers in the integrations panel th...
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Planned
10
VOTE
[scale] Increase AI tag limit (allow more than 10 per inbox)
We should increase or ultimately remove the limit of 10 AI tags per inbox to allow Support teams to unlock more automated workflows and accelerate deflection. Support team uses dozens/hundreds of tags to categorize Support inquiry possible, so onl...
0
Planned
6
VOTE
Option to display Knowledge Base widget (without live chat) during offline hours
Option to only show help centre from chat widget. Especially useful when chat is 'offline'. When offline hours are enabled, the widget is completely hidden from the site. This also hides the knowledge base, which seems like a strange thing to do. ...
0
Planned
1
VOTE
Automatically generate AI summaries upon receiving email
I love the AI summary feature in front. My only criticism is that I wish it would automatically summarize incoming emails. This would allow me to quickly browse through the summaries without needing to click generate and wait for the generation to...
0
Planned
6
VOTE